Job Description
Full job descriptionKey Responsibilities:Ensuring that the daily, weekly, and monthly productivity targets are met according to the department’s SLAMeasure adherence to compliance by ensuring fair and minimal variance against the relevant legislationEnsure reports and trends are compiled accurately in line with the specific portfolioProvide feedback on quality-related issues and training needs to the relevant stakeholdersConduct monthly QA communication and calibration sessions with operational stakeholdersIdentify opportunities and provide recommendations for quality and business process improvementsConduct coaching and counselling accordingly in line with departmental requirements and internal operations support and standardsApply coaching for performance principles in all operational interactions
Responsibilities + Skills
Excellent written and communication skillsStrong numerical and analytical skillsTo be able to gather data and align reporting requirements
Education
Experience
1 year experience in a contact centre environmentWorking experience with voice logging systemsIntermediate to advanced MS Excel skills
